Case Study: a US construction conglomerate streamlines ITSM workflows with ServiceNow implementation by Outsource2india

a US client streamlines ServiceNow workflows with Outsource2india’s 5-process ITSM implementation

The client, a major US construction and construction materials conglomerate, faced challenges with its underutilized and outdated ServiceNow implementation. A shortage of skilled internal resources meant the platform could not support evolving ITIL processes or provide a consistent IT experience across departments, leading to low adoption. They engaged vendor Outsource2india for ServiceNow implementation services to modernize the system and improve their service catalog and workflows.

Outsource2india developed and implemented custom ServiceNow workflows and catalog items across three key categories: employee equipment, access rights, and financial operations. This solution streamlined the request process for employees and introduced five core ITIL processes: Incident Management, Change Management, Knowledge Management, Request Fulfillment, and Configuration Management. The result for the client was a significant improvement in the submission and fulfillment of multi-level service requests, leading to the standardization and consolidation of their IT workflows across the organization.